• Security clearance will be required
  • A deep understanding of Moodle LMS will be required
  • A deep understanding of Alfresco CMS will be required

We are looking for passionate and experienced individuals to join our UK technical team for a 12 month contract to support the ongoing live service delivery of customer systems.

LEO are world-leaders in learning; creating award-winning content and building enterprise-scale technology ecosystems that stand up to the expectations of today’s learners. We work with a huge-range of global corporations, government, public sector and charitable organisations.

The successful candidates will need to have strong leadership experience, have worked in the digital customer service sector and have excellent communication skills. Responsible for managing, leading and working alongside a dynamic team of technical specialists to translate diverse client requirements into deliverable solutions, and supporting the development of these solutions throughout the production life-cycle.

They will be expected to bring industry-wide best-practice to all of their work whilst maintaining a high level of technical knowledge. They will need to work very closely with other disciplines and to communicate effectively within and external to LEO.

As a client facing role, there may be a requirement to travel for face to face engagements. With this there is an expectation of flexibility with regards to travel and hours.

What will you be doing daily?

We work with some of the best customers in the world, working to solve real and exciting challenges that they encounter. As the Product Manager/Owner, Solution Architect you will;

  • Managing, leading and working alongside a geographically dispersed team of specialists to ensure a first-class customer experience.
  • Monitor and maintain team performance/utilisation with agreed targets and SLA’s. Planning, mentoring, training, quality control, recruitment where necessary.
  • Working closely with clients to manage priority escalations within the team and working closely with the internal teams to effectively coordinate appropriate resolutions and communicate to all necessary stakeholders both internally and externally to ensure the highest customer satisfaction.
  • Monitor and maintain the service delivery offerings to ensure that KPIs are met. Work alongside clients and the internal team to ensure that blockers are removed, risks are managed as well as SLA’s, renewals, invoicing and margins are in place and agreed.
  • Take full ownership and accountability for the effective delivery of complex, high-risk products and services, working closely with the internal teams to Implement and support key Agile/SCRUM methodologies.
  • Build strong relationships with clients stakeholders and subject matter experts as the main technical contact/escalation in order to solicit complex requirements.
  • Translate customer requirements into a clear vision and product backlog, writing user stories and balancing these with satisfying customer needs,
  • Work closely with the internal teams to understand, refine & estimate requirements, using your technical knowledge to ensure that these estimates are appropriate and robust.
  • Understand the priorities of work and ensure that sprint goals are agreed and work with the internal teams to ensure releases are achieved.
  • Continually collect and analyse feedback from all stakeholder and subject matter experts to identify any opportunities for improving and enhancing projects/products and use this to guide product development/continuous improvement.
  • Ensure that any technical changes to a service are adequately assessed for impact, prioritised, scheduled, authorised and implemented, in line with processes and using appropriate tools.

Location & commitments:

  • Full-time, permanent role @ 37.5 hours per week
  • Flexible working aligned with one of our UK offices
  • Overtime work occasionally required to support project/product timelines
  • Occasional travel is required to visit clients

Behaviours, Skills and Qualifications

Behaviours requirement

The following behaviours are essential to this role.

  • The ability to see the big picture
  • The ability to continually change and Improve
  • The ability to make effective decisions
  • The ability to lead
  • The ability to clearly communicate & Influence
  • The ability to work together in teams
  • The ability to developing self & others
  • The ability to deliver and manage a first class service
  • The ability to respond and delivering at pace
  • The ability to be self motivated and results orientated
  • The ability to take ownership & accountability

Skills requirement

The following skills must be demonstrable at an expert level.

  • Agile Working
    Coach and lead teams in Agile and Lean practices that advocate these approaches, continuously reflecting and challenging the team. You can create or tailor new ways of working; you are always innovating.
  • Communication skills
    Mediate between people and mend relationships, communicating with stakeholders at all levels. Manage stakeholder expectations and facilitate discussions about high risk and complexity even within constrained timescales. Speak and represent the community to large audiences inside and outside of projects.
  • Maintaining delivery momentum
    Know how to optimise the delivery flow of teams. Actively address the most complicated risks, issues and dependencies including where ownership exists outside the team or no clear ownership exists. Can identify innovative ways to unblock issues.
  • Planning
    Ability to lead a continual planning process in a very complex environment. Can plan beyond product delivery. Can identify dependencies in plans across services and coordinate delivery. Know how to coach other teams as the central point of expertise

The following skills must be demonstrable at a practitioner level.

  • Commercial Management
    Take responsibility for complex relationships with contracted suppliers. Identify appropriate contractual frameworks and identify appropriate suppliers. Know how to negotiate with contracted suppliers. Get good value out of contracts and suppliers.
  • Financial management
    Able to negotiate, influence or set budgets in complex environments. Able to write or input into business cases and can communicate business-value propositions.
  • Life-cycle perspective
    Ability to apply experience of multiple parts of the product life cycle. Can recognise when it is right to move forward and when it is right to stop. Able to recognise the appropriate deliverables and the right people to meet these. Able to work with other agile delivery operations throughout the product life cycle. Plan and engage with the appropriate stakeholders at a stage in the project.
  • Team dynamics and collaboration
    Can identify problems or issues in the team dynamic and rectify them. Ability to pull out issues through agile health-checks with the team and provoke the right responses. Can engage in varying types of feedback, choosing the right type at the appropriate time and ensuring the discussion and decision sticks. Can accelerate the team development cycle.

The following skills are desirable.

  • Experience with JIRA and writing user stories
  • Experience with Microsoft Office & Google Suite
  • Experience with wireframing tools; e.g. Miro, Adobe XD
  • Experience with xAPI and SCORM standards
  • Understanding of a range of learning technology

Qualification requirement

The following qualifications or equivalent are desirable.

  • Practitioner level Qualification in Digital and Agile practices or APMQ